• Tax office CIO outlines plan for delivering 'digital by default'

  A revamped online presence for the Australian Tax Office will help the government agency deliver “digital by default”, according to ATO CIO Bill Gibson.

• Vodafone lags behind Telstra and Optus on network performance: report

  Network performance has narrowed between Telstra and Vodafone Hutchison Australia this year, according to a report by J.D. Power and Associates.

• Telcos' customer service improving, but work remains: Comms Alliance

  It’s “no cake walk” for telcos to comply with the new Telecommunications Consumer Protection (TCP) code, according to Communications Alliance CEO John Stanton.

• Online chat gives Optus sales a lift

  Optus has reported a "huge uplift" in sales conversions since introducing a predictive live chat feature to its website, said Optus head of online, Chris Smith.

• Pieroth Wines drops Verizon over lack of support

  Switching telecommunications providers helped Pieroth Wines to streamline its operations in Australia while cutting its monthly phone bill by several thousand dollars.

• Consumers wary of speech recogntion technology: report

  Organisations looking to implement voice automation systems need to think very hard about the needs of their customers before doing so, a new report has found.

Whitepapers about customer service

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  Nucleus Research - CRM Technology Value Matrix - First Half 2012

  This whitepaper was provided with compliments of Salesforce.com. Get the CRM Technology Value Matrix by Nucleus Research that evaluates the usability and functionality of CRM solutions that support sales, marketing, and customer service for any-sized business. This Matrix will help you evaluate additions, upgrades, and changes to core CRM solutions.